The Next Available Operator: Managing Human Resources in the Indian Business Process Outsourcing Industry discusses managing people in the Indian call centre/ BPO sector. It features empirical research and conceptual advances, presented by well-known academics and researchers from around the world and captures the voices of key stakeholders. Apart from covering key individual aspects of human resource management in Indian call centres, such as work organization and employee attrition, it also provides a comparative perspective from call centres in the USA, UK, Canada and Australia.

The research data presented in the book offers fresh perspectives on call centres within a globalised business and work environment. It includes large scale employee survey results that help unearth the fundamental forces behind attraction and retention challenges threatening the future viability of global outsourcing strategies.

The editors present diversity of theoretical paradigms, methodological approaches and, ‘voices’ from the field. The book is a useful compendium of cutting-edge work on the HRM issues, challenges and strategies in the Indian call centre industry. It aims to deepen the reader's understanding of managing human resources in a new and fast growing industry (info services) and in a new context (off-shoring).

Outsourcing Careers: Western Theories in an Indian Context

Outsourcing careers: Western theories in an Indian context
LaurieCohen, AmalEl-Sawad and JohnArnold

This chapter explores the career experiences of Mumbai-based customer service employees working for a leading United Kingdom (UK) financial services organisation.1 At the time of the research, the company was operating four contact centres: three in the UK and one in Mumbai. The Indian operation was the company's youngest and fastest growing unit, and can be regarded as an example of business process outsourcing (BPO). In this chapter, we examine Mumbai employees' ideas about career, success and their own career development in light of current debates in the careers literature–a literature which, it has been argued, has thus far paid only limited attention to careers enacted outside ...

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